Abstract
Using ICT in the form of e-governance could yield great benefits in the reform and modernization of the public sector. The experience of e-governance in a number of developed and developing countries has shown that ICT can be a tool for greater service delivery with the goal of improving service quality. E-governance can also promote ‘good govern-ance’, that is, greater civic engagement can increase opportunities for direct representation and voice, and support for increased democracy. This paper discusses and presents the survey findings that seek to test the role of e-governance in improving service delivery by altering the principal-agent relationship. It further seeks to elucidate the quality aspects of public service. Policy recommendations to achieve the benefits of e-governance in Fiji are presented. Strong leadership is required to implement e-governance to capture and internalize the benefits of quality services and satisfied customers.
Highlights
The concept of electronic governance (e-governance) is defined as the application of Information and Communication Technology (ICT) to the government processes to bring Simple, Moral, Accountable, Responsive, and Transparent (SMART) governance [1,2,3,4,5].A key measure of good governance, is through the public sector that is in charge of delivering transparent and quality services
As Zeithaml et al [70,71] stresses that “this is an area ripe for examination”, and Wisniewski et al [107] discusses the major issues public-sector organizations need to address in their search for adequate measures of service quality and the authors draw upon the considerable empirical research in the private sector to advocate for similar use in the public sector, this research is focused in line with the arguments presented by these authors
Respondents were asked ‘What are the key problems in Public Service Delivery (Perception of public service experience)?’ These key problems were under three categories namely: effectiveness, efficiency and equity of services
Summary
A key measure of good governance, is through the public sector that is in charge of delivering transparent and quality services. According to the International Bank for Reconstruction and Development/The World Bank (2005), public service delivery has been inconsistent with citizen preferences and considered feeble in developing countries. According to ADB (2003) it pinpoints that access is a major problem in service delivery in the Pacific. The problems of poor service delivery in the Pacific are mostly due to lack of accountability, transparency and commitment in making services work for poor and marginalized citizens. According to World Bank’s World Development Report [8], accountability in service delivery is a major constraining factor. Quality of governance affects service delivery and Toutu (2003) says that governance is a major problem in Pacific Island Countries (PICs).
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